Internal platform
Support Portal
Support work used to live in Google Sheets: no to-dos, no warnings, and chat quality checks that took far too long. I designed and built a role-based portal for the Wolt Kazakhstan Support team where chat review, tasks, shifts, people and analytics all live on one site — and every role sees exactly what it needs.
Challenges
- Everything ran in Google Sheets: no to-do tracking and no warnings when something was overdue
- Checking chats was slow — QA scores were scattered across tables and hard to compare
- Shift handover happened ‘by word of mouth’, lateness lived in separate files, announcements got lost in channels
- Analytics on support agents, shift leads and shifts had to be assembled by hand
Solution
- Quality: a QA queue with Fair/Unfair scoring by criteria, Bad Rate analytics by team, agent and tag, plus calibration and second-look reviews
- Operations: to-dos with assignees, deadlines and statuses (with Slack notifications), and shift handover the next lead confirms with “Got it”
- People: attendance, a discipline board, growth plans and coaching sessions — with an append-only history
- Analytics: personal and team KPIs, shift and shift-lead views, CSV/PDF exports that are recorded in an audit log
- Seven roles from agent to admin, with permissions enforced on the server; Elliot, an AI assistant, available on every page
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